Telephone Imagery Virtual Webinar Series

“I just wanted to reach out and say thank you for your (virtual) training this week. It was a good refresher for me and a reminder that I always need to work on these skills. I will be using a lot of what you went over with my team. Thank you again.”

Adam S., Esq.
Senior Customer Service Manager
Revel Nail

Telephone Imagery: Building Your Communication Toolbox
(Webinar handouts included)

This five-part interactive webinar series is a communications-based customer service training presentation designed to enhance telephone and interpersonal communication skills. You’ll learn tips, tricks and techniques that can be immediately applied in the workplace, resulting in greater productivity and a higher standard of customer service excellence when interacting with internal or external customers over various mediums (i.e., face-to-face, written or verbal).

Exercises, stories, polls, and examples are used to convey the importance of establishing a rapport, developing and demonstrating a “can do” attitude, creating a memorable image, conquering telephone etiquette basics, understanding preferred communication styles and enhancing listening skills.

Webinar #1
Attitude: If We’re So Good—How Come We Ain’t Better?
(Length: 60 minutes including Q&A)

Your attitude impacts the level of customer service you provide. It’s imperative you treat customers with respect and give them more than they expect to make their experience of dealing with you and your organization as pleasant as possible.

Have you ever taken a negative attitude to work? If the workday progresses without a hitch, chances are your attitude will improve. But, if your day is riddled with irate callers, tight deadlines, too many meetings, conflict or delays, it’s likely you’ll have a worse attitude than the one you had. Everyone experiences bad days—times when you’re not at your best. It’s easy to forget how productivity and customer relationships suffer because of a negative attitude.

Participants learn the value of building customer loyalty by owning every customer interaction, looking good to themselves and developing a “can-do” attitude.
Upon completion, participants will be able to:

• Accept responsibility and accountability for every customer interaction to reinforce organizational mission, vision, and value statements
• Convert negative thoughts to more positive, powerful thoughts.
• Apply positive words and phrases during customer interaction to improve productivity while speaking in mutuality.

Webinar #2
Telephone Etiquette: Back To Basics
(Length: 60 minutes including Q&A)

Did you know you are limited to about 40 percent of your ability to get a message across on the telephone? In most instances, your customers don’t have the benefit of a nice firm handshake; they can’t see a smile or how well you’re dressed; no body language to read; no facial expressions for cues. You only have your audible senses at work. As a result, the telephone communication skills of every employee are critical because customers will form a judgment about your organization based on contact with a single individual.

This webinar delves into the fundamental skills necessary to improve telephone etiquette basics and make the most of every call using tips, tricks and techniques applicable for everyone who experiences telephone customer interaction. Do your people need a “friendly reminder” about the importance of demonstrating professionalism in greeting, screening, probing, holding, transferring, responding, voice mail, taking messages or handling the irate caller?

Upon completion participants will be able to demonstrate enhanced skills the following areas:

Webinar #3
Positive Self-Portrait: How Does Your Customer See You?
(Length: 60 minutes including Q&A)

Most of us draw mental pictures of our customers or prospects on the telephone, often establishing long-term working relationships without ever meeting face-to-face. When we finally do meet, we’re usually surprised their image doesn’t match the picture we painted of them. It seems we’re quick to visualize the person on the other end of the phone line, never realizing they’re visualizing us as well. Do you demonstrate characteristics that create a positive, memorable image?

This fun, interactive webinar uses the word PICTURE to explain how various characteristics enable us to create a self-portrait everyone will remember with pleasure and won’t be surprised to see. Topics covered:

Upon completion, participants will be able to:

• Improve telephone communication skills through self-assessment.
• Implement techniques that create a positive, memorable image.
• Discover and embrace their individual personal relationship values.

Webinar #4
Communication Styles: Speaking Your Customer’s Language
(Length: 60 minutes including Q&A)

Building a rapport and communicating effectively with your customers is more than just being friendly, courteous and kind. It involves matching your communication output (what you say) to the way the other person generally inputs (hears) information. Are you speaking your customers language?

Everyone perceives the world through their basic sense of sight, sound, or feelings. In each person, one of these becomes dominant and influences comprehension patterns and listening language. People who communicate effectively learn the value of these three preferred communication styles: Auditory, Visual, Kinesthetic

Upon completion participants will be able to:

• Identify their individual preferred style of communicating
• Recognize word clues to identify preferred communication styles of others
• Understand the listening language of another person
• Match what they say to the way others prefer to listen, learn and communicate

Webinar #5
14 KEYS TO ACTIVE LISTENING AND 7 HABITS TO AVOID
(Length: 60 minutes including Q&A)

Companies lose millions of dollars every year because of miscommunications resulting from failure to listen to and understand customers’ needs. Improving your listening skills is essential if your intent is to provide quality customer service.

Just because you hear the customer’s words doesn’t necessarily mean you’re listening to their message. Why? One reason is because distractions tend to break our concentration. And instead of listening to what’s being said, many of us are already listening to what we’re going to say.

Miscommunication can occur whenever you notice the customer isn’t paying full attention to what you’re saying. Make listening a dual responsibility between you and the customer.
Upon completion participants will be able to:

• Implement 14 powerful listening habits to improve active listening skills
• Apply specific techniques to avoid barriers to active listening
• Implement tips, tricks, and techniques to encourage customers to listen

Need a special customer service workshop or keynote? Contact Jeannie!